[REQ] Notification emails - (and Editing the Groups Selector)

[aanraad]

Hi all,

just setup the system and everything is up and running.

I've added 8 operators (2 helpdesk)(2 sales) (and 4 suppliers).

Is it possible to sent notifications of new emails to the "2 helpdesk operators" only? I want the other operators only to get email when a ticket is assigned to them by the helpdesk operators.

Hope there is a solution to this.

Thanks!
Jasper

[arvin]

This might help you get start on right path

http://forum.unitedwebcoders.com/index.php/topic,499.0.html

[Paul Nolette]

I think for what you are trying to do you should look at the Groups Module.
http://www.troubleticketexpress.com/groups.html

If you have your helpdesk people setup in the 1st group then they will be the only ones notified when an email is received.
Then helpdesk can transfer a ticket to the sales group, suppliers group or directly to an operator.
It's a great module!

[aanraad]

Ok thanks, helpfull!

i enabled the group mode (now groups are displayed in a pull-down menu).

Is it possible to only show some of the groups and not all? I want to put some of the operators in a group which can not be contacted via the form.

Thanks!
Jasper

[Sparky]

Ok thanks, helpfull!

i enabled the group mode (now groups are displayed in a pull-down menu).

Is it possible to only show some of the groups and not all? I want to put some of the operators in a group which can not be contacted via the form.

Thanks!
Jasper

The pull-down list is dynamically generated within the code.  You would have to remove the macro and write your own custom HTML pull down list which only contains your groups.

Please pull up your New Ticket page in a browser.  View source code.  Cut and paste the HTML of the pull-down list as it appears now and post it here.

I will help you make the required edits.

[Paul Nolette]

I only have two groups which makes it pretty easy but I use a different web form for each and default the group in the form.
This is how I did it you can decide if this works for you:
I copied newticket.html to isticket.html and trticket.html
edit one file and change this line

Code:

(%GROUPSELSTD%)

and replace with

Code:

<input type=hidden name=grp value=group1>

edit the other like this, change this line

Code:

(%GROUPSELSTD%)

and replace with

Code:

<input type=hidden name=grp value=group2>

Basically one is Group1, next Group2 etc. if you have more.
Now for users to get the correct webform:
**ttxwebserveraddress**/ttx.cgi?cmd=newticket&form=isticket
**ttxwebserveraddress**/ttx.cgi?cmd=newticket&form=trticket
We don't trust our users to bother choosing a group so we use 2 different forms!

Hope this helps!

[Sparky]

Thanks, pnolette.  That is a good summary of what to do.

If the user wanted a custom pull-down list instead of the one from the macro to perhaps only give the option of Group 1 and Group 5 for example:

Remove the macro...

(%GROUPSELSTD%)

Replace with a standard HTML pull-down...

<select name='grp'>
<option value='group1'>Your Group Name 1</option>
<option value='group5'>Your Group Name 5</option>
</select>

[aanraad]

Yes, exactly what i was looking for!